An Interview with Lauren Costella
VP Customer Success at Medrio

1. Can you tell us about Medrio ?

Medrio provides advanced Electronic Data Capture (EDC) and eClinical tools suitable for the most complex clinical trials enabling healthcare companies to get their drug, or medical device innovations to the market faster.

2. What’s your background?

I went to Stanford and was a swimmer there.
I worked at the Pentagon in a division called “Personnel and Readiness.”
Before getting into clinical trial software, I also worked for a company called search metrics, where I helped build the US office from the ground up (SearchMetrics is based out of Berlin). Now I have the pleasure of continuing building great operations and customer success teams at Medrio.

3. What’s the future of customer success tools?

I am a huge fan of predictive analytics and predictive software.

At SearchMetrics I did something that was unique. I worked with our data science team to build out a predictive behavior score for our customers. We knew how they would be acting 8 weeks out.

Then I think we can take it a step further (and Amazon is already doing this), and use data to help drive the experience that each individual should have within your software.

Consumer products do that today, but wouldn’t it be cool if B2B businesses did that as well, think about what that customer experience would be like if you go into the software and it really matches what you were doing before or what things you need to do on a day to day. It’s something super powerful and I can see it going in that direction and increasing the stickiness of the product which increases how people appreciate your product and really want to renew again with you.

4. What metrics should a Customer Success team track ?

We have to be tracking customers satisfaction, and NPS is part of that.

We want to be able to track the number of champions that we’re creating.

We also want to look at  customer health; look at usage and what are some of the sticky features that do help drive those champions.

Want to learn about boosting customer happiness with Net Promoter Score? We’d love to connect. Contact Sarang Bhatt in Customer Success, here.